We did not turn our back on our customer — Isuzu Phils

In reaction to an article published yesterday in The Philippine STAR’s Motoring Section entitled "To Refund or Not To Refund?", Isuzu Phils. Corp. (IPC) executive vice president Hiroshi Ishino has issued the following rejoinder to expound on Isuzu’s efforts in addressing the service concerns of one of its customers:

"First, we wish to appreciate the efforts of Mr. Junep Ocampo for giving us the chance to present our company’s side on the matter of the complaint of Isuzu owner Mr. Dave dela Cruz, which was published in the Aug. 8 issue of The Philippine STAR.

Second, we would like to clarify some matters on the said article that we feel are of vital concern.

On the matter of the time spent by Mr. Dela Cruz’s unit in IPC service, the actual length was almost two months during the first time, and three weeks during the second time. In the article, Mr. Dela Cruz was supposed to have said that his vehicle spent three months and one-and-a-half months in our plant during the first and second instances, respectively.

While it was mentioned that a two-step deviation from tire specifications technically voids warranty, it was not expounded that Mr. Dela Cruz was given preferential treatment by our company – not only was his case accommodated despite the standard deviation, but his transmission was even replaced and the warranty extended by 25,000 kilometers or 1 year, whichever comes first.

Another clarification we’d like to make is the period of depreciation applied in the customer’s unit. To be exact, the period considered for depreciation was February to December 2000 and not only up to October as stated.

Lastly, we would like to assure you that our company stands by our product quality and that we are committed to serve our customers. In no way did we turn our back on Mr. Dela Cruz: we believe that we have served him the best way we could.

Maraming salamat po."